SHORT-TERM TRAINING PROGRAM IN CLERKISM

1. Training objectives
- Provide basic knowledge and update the latest knowledge so that learners can grasp and improve their capacity in organizing, managing and performing clerical work, contributing to bringing this work into order in the agency.
- The program equips managers and clerical staff with a number of skills, working methods, and modern communication skills so that they can perform their assigned duties well, creating a professional and effective working style to meet the requirements of administrative reform.
2. Training objects
People working in the fields of administration, office, documents, and archives in state agencies; public service units; Party agencies, socio-political organizations, socio-professional organizations, economic organizations, and individuals in need.
3. Training time
Weekdays or on Saturday and Sunday.
4. Total course knowledge
Total credits to be accumulated are 05 credits (75 periods), including:
- Compulsory courses: 03 credits
- Elective course: 01 credit
- Professional practice: 01 credit
5. Type of diploma awarded
Students who complete the training course and meet all the requirements of the training course will be awarded a certificate.
- Certificate name: “Records Management”.
- Certificate issued by University of Social Sciences and Humanities - Vietnam National University, Hanoi.
6. Training program content

APPENDIX
SYLLABUS OF COURSES ACCORDING TO THE PROGRAM

1. Module 1: Overview of document management organization
The course provides general knowledge about clerical work and the organization and management of clerical work of an agency, organization or enterprise, helping learners to properly implement state regulations in the process of managing and performing clerical work, have critical thinking and advise agency leaders to perfect the system of regulations on clerical work in agencies, organizations and enterprises.
Content 1: General issues on organizing and managing document work
- Organizational concept
- Management concept
- Concept of clerical work
- Concept of organizing and managing document work
- Contents of clerical work
- The meaning of document management organization
Content 2: Measures to organize and manage document work
- Organizing the clerical department
- Selection and arrangement of clerical staff
- Disseminate and issue documents directing and guiding on document work
- Organize guidance on clerical work for officers and employees in the agency
- Investing in funds and facilities for clerical work
- Rewards and discipline in clerical work
2. Module 2: Document drafting and issuance skills
The course provides learners with basic knowledge about the document system, requirements for document drafting, and guidance and practice in the process and methods of drafting administrative documents.
Content 1: General overview of the current document system
- System of legal documents
- Administrative document system
- System of professional and technical documents
Content 2: Requirements for drafting and issuing documents
- Requirements on authority and use
- Requirements on format and presentation techniques
- Content and style requirements
- Requirements on processes and procedures
Content 3: Procedure for drafting and issuing administrative documents
- Determine the purpose, limits, objects of solution and implementation
- Identify the document type name
- Collect and process information
- Develop outline, write draft
- Draft browsing/copying/issuing documents
Content 4: Text editing methods
- Method of drafting resolutions
- Method of drafting official documents
- Report drafting method
- Minutes recording method
Content 5: Practice
- Drafting administrative documents
- Identify and correct common errors in administrative documents
3. Module 3: Document management and resolution
The course provides knowledge for learners to master theoretical and practical issues on document management in agencies and organizations. The knowledge of the course helps learners to advise office leaders and leaders of agencies and organizations on document management, and at the same time be able to directly perform assigned tasks on document management, contributing to ensuring written information for the activities of agencies and organizations.
Content 1: General issues in document management
- Basic concepts
- Purpose and requirements of document management organization
- State regulations on document management
Content 2: Paper document management
- Outgoing document management
- Incoming document management
- Copy text management
- Confidential document management
4. Module 4: Management and use of seals and secret key storage devices
The course provides basic knowledge for learners to understand theoretical, legal and practical issues on seal management and secret key storage devices in agencies and organizations.
Content 1: General overview of seals
- Seal concept
- Meaning of the seal
Content 2: Types of seals and forms of expression
Content 3: Management and use of seals and secret key storage devices
- State documents regulating the management and use of seals
- State documents regulating secret key storage devices
- Stamping principles
- Seal preservation
- Responsibility for managing seals and secret key storage devices
5. Module 5: Creating and submitting records to the agency archives
The course provides learners with basic knowledge of theory and methods of creating records such as: The necessity of creating and managing records in agencies and organizations; basic requirements of creating records; procedures and methods of building a record list for agencies and organizations; procedures and methods of creating types of records in the management activities of agencies and organizations.
Content 1: Concept, purpose and significance of current record keeping work
- Profile concept, current profile concept, profile creation concept
- Current types of records
- Purpose and meaning of current profile creation
Content 2. Basic requirements for a profile
- The profile must reflect the functions and tasks of the agency or unit that creates the profile.
- The documents in the file must be related to each other and reflect the correct sequence of events/processing procedures.
- Documents in the file must be highly reliable.
- Records must be fully and accurately catalogued.
Content 3. Current method of filing
- Principle method of document preparation
- Method of creating job profile
- Electronic filing method
Content 4: Organizing and managing records
- Determine responsibility for document preparation
- Manage current records at agencies and units
6. Module 6: Electronic document and record management
The course provides knowledge for learners to grasp theoretical, legal and practical issues on the management of electronic documents and records in agencies and organizations. The knowledge of the course helps learners to advise office leaders and leaders of agencies and organizations on the management of electronic documents and records, and at the same time be able to directly perform assigned tasks on the management of electronic documents and records, contributing to ensuring written information for the activities of agencies and organizations.
Content 1: General issues in electronic document management
- Basic concepts
- Purpose and requirements of electronic document management organization
- State regulations on electronic document management
Content 2: Electronic document management
- Outgoing electronic document management
- Incoming electronic document management
Content 3: Electronic profile creation process
- Create profile list
- Update information into the system
- Create profile code
- Review all documents and records
7. Module 7: Administrative communication skills
The course provides learners with basic knowledge of administrative communication. The knowledge is equipped to help learners perceive their own communication abilities and at the same time develop and perfect communication skills to apply effectively in life in general and in the office environment, administrative communication in particular.
Content 1: General communication issues
- Concept
- Function
- Communication process
- Means of administrative communication
- Causes of communication failure
Content 2: Communication skills
- Listening skills
- Speaking skills
- Reading skills
- Writing skills
- Emotional mastery skills
Content 3: Skills in administrative communication
- Principles of administrative communication
- Communicate with superiors
- Communicate with subordinates
- Communicate with colleagues
8. Module 8: Event organization skills
The course provides learners with basic knowledge of event organization skills. Based on the equipped theories as well as practice, learners are able to perform some basic work content in the process of implementing common types of events of agencies, organizations and businesses.
Content 1: Overview of event organization
- Event concept, event organization
- Classification of event forms in agencies
- The role of event organization in agencies
-Requirements of event organizers
- Office responsibilities in event organization
Content 2: Event organization process in the agency
- Determine the goals and themes for the event
- Plan and implement event preparations
- Event execution
- Resolve work after the event ends
- Content 3: Methods of organizing some common events in agencies
- Organizing seminars and conferences
- Organizing the anniversary of the agency's founding, the ceremony to receive the title
- Organizing opening and inauguration ceremonies
9. Module 9: Consulting skills
The course provides basic knowledge and skills in staff work to help learners undertake and successfully complete the work of an office specialist in state agencies, enterprises or socio-political organizations.
Content 1: Overview of consulting skills
- Concept
- Situations of using advisory skills in administrative activities
- The role of advisory skills in administrative activities
- Requirements and principles of advisory activities
Content 2: Effective consulting skills
- Effective consulting process
- Effective consulting methods
10. Module 10: Presentation skills
The course provides basic knowledge about presentation skills: Presentation concepts, presentation stages and effective presentation methods. On that basis, learners are able to apply subject theory to presentation activities in practical work and accurately evaluate the results of their own presentation activities.
Content 1: Concept and role of presentation
- Presentation concept
- Concept of presentation skills
- The role of presentation skills
Content 2: Requirements for presentation activities
- Content requirements
- Method requirements
- Efficiency requirements
Content 3: Effective presentation skills
- Prepare presentation
- Make a presentation
- Evaluate results
11. Module 11: Teamwork skills
The course provides learners with basic knowledge about teamwork skills. On that basis, learners are able to develop teamwork skills such as: group communication, group leadership, handling group conflicts... The course also helps learners build confidence and awareness of their own role in performing tasks in work groups.
Content 1: Concept and role of teamwork skills
- Group concept and teamwork skills
- Characteristics of working groups
- Stages of group formation and development
- The role of teamwork skills
Content 2: Requirements for members in group activities
- Requirements for team leader
- Requirements for group members
Content 3: Teamwork skills content
- Team design skills
- Communication skills in teamwork
- Skills in organizing/conducting group meetings
- Skills to evaluate and control teamwork process
- Resolve and manage conflicts within the group
12. Module 12: Conflict Management Skills
The course provides basic knowledge and skills on conflict management so that learners can understand the nature of conflict, be able to distinguish between beneficial and harmful conflicts; know how to prevent and resolve conflicts in agencies and offices in accordance with their roles and responsibilities.
Content 1: Overview of conflict
- Concept of conflict
- Causes of conflict
- Characteristics of conflict
- Views on conflict
Content 2: Classify types of conflicts in organizations
- Classification by relationship within the agency
- Classification by size
- Classification by properties
Content 3: Conflict management and resolution methods
- Prevent harmful conflicts
- Promote beneficial conflict
- Principles of conflict management
- Conflict management methods
- Conflict management process
13. Module 13: Management leadership skills
The course provides learners with basic knowledge and skills in leadership and management, helping learners to flexibly apply each leadership skill in practical administrative, office, and clerical and archival work; at the same time, learners will more clearly perceive the importance of the skills necessary for leadership and management.
Content 1: General overview of leadership and management
- Leadership concept
- Management concept
- Concept of leadership and management skills
- Leadership skills classification
- Some thoughts and theories on leadership
Content 2: Some leadership skills
- Leading change
- Knowledge development in the organization
- Building organizational culture
- Public speaking
- Selection, evaluation and use of staff
- Use of power in leadership
14. Module 14: Time management skills
The course provides basic knowledge of time management skills. On that basis, learners are able to apply the subject theory to work and use time effectively in agencies, organizations, businesses and individuals in work and life.
Content 1: Overview of time management
- The concept of time management
- Content of time management
- The meaning of time management
Content 2: Effective time management skills
- Understand yourself
- Understand the job
- Neat
- Work better
- Communicate more effectively
- Time control
Content 3: Applying time management skills in office administration
- Time management in performing office administration functions
- Time management by job position in the office
15. Module 15: Application of information technology in clerical work
The course provides learners with basic knowledge of information systems, information networks and their applications in clerical work; at the same time, equips learners with basic skills to help them apply and evaluate the effectiveness of applying information technology in clerical work at the agency.
Content 1: Overview of computer networks
- Concept
- Purpose and application of computer networks
- Network classification
- Network layered architecture
- Network standardization
Content 2: Analysis and design of information systems in clerical work
- Document management information system in the office
- Data flow models in clerical work
- Data models and databases to be built
- Necessary functions of the program system
Content 3: Using the program to manage incoming and outgoing documents
- Register outgoing documents
- Search text go
- Print report
- Register incoming documents
- Transfer and search incoming text
- Print incoming text reports
16. Module 16: Application of ISO.9000 in document management
The course provides learners with basic knowledge such as concepts, roles, and benefits of applying the ISO.9000 standard set in document management, requirements for quality management systems, procedures for applying the standard set in practice, and some lessons learned.
Content 1: Overview of ISO.9000 standards
- Related terms
- Introducing the ISO.9000 standard set
- Principles of applying ISO.9000 standards
- Benefits of applying ISO.9000 standards
Content 2: Process of applying ISO.9000 standards in document work
- Application process
- Responsibility for implementation
Content 3: Practice applying ISO.9000 standards in clerical work
- Practice building policies and quality goals for the clerical department
- Practice building some business processes according to ISO.9000 standards
17. Module 17: Office Culture
The course helps learners clearly understand the cultural norms formed in the organization and their impact on professional activities. In particular, the course enhances learners' awareness and consciousness of promoting the role of office staff in building, maintaining and protecting the image of the organization through implementing cultural norms in the workplace.
Content 1: General theory of office culture
- Concept of culture, office culture
- Characteristics of office culture
- Factors affecting office culture
- Criteria for evaluating office culture
- The role of office culture
Content 2: Legal regulations on office culture
- The need to build legal regulations on office culture
- Process of building legal regulations on office culture
- Some types of legal regulations on current office culture
Content 3: Orientation and measures to build office culture
- Responsibilities of leaders of agencies and organizations
- Responsibilities of office managers
- Responsibilities of officers, civil servants and members
18. Module 18: Office reception
The course provides basic theoretical and practical knowledge about reception and reception work in agencies and organizations, helping learners to advise office leaders and leaders of agencies and organizations on reception work; at the same time, they are able to directly perform assigned reception tasks, contributing to maintaining, creating and developing relationships of agencies, organizations and enterprises.
Content 1: Overview of reception work in agencies and organizations
- Concepts and terms
- Content of reception work
- Duties of the receptionist
- The importance of reception work
Content 2: Responsibility for organizing and performing reception work
- Responsibility of agency leaders
- Responsibilities of the office and office leaders
- Responsibilities of unit leaders
- Responsibilities of the reception department and reception staff
- Responsibilities of officers and employees
Content 3: Office receptionist duties
- Building the image of the agency
- Reception etiquette when welcoming and receiving guests
- Reception protocol in organizing events and meetings
- Communication etiquette, behavior with guests and style
- Internal reception protocols
19. Module 19: Secretarial work
The course helps learners acquire knowledge about the role, position, and basic tasks of secretaries and executive assistants, ensuring that learners clearly understand and know how to use some basic operational tools.
Content 1: Duties and positions of the secretary
- Concept of secretary
- Duties and positions of secretaries in agencies, organizations and enterprises
Content 2: Basic skills and duties of a secretary
- Support leaders in time management
- Reception and call management
- Signing
- Urge and summarize reports
- Drafting and editing text
- Document and record management
- Meeting service
- Support leaders on business trips
Content 3: Personal skills of a secretary
- Information skills
- Skills to maintain and develop relationships
- Personal crisis management skills